Post on 03-Jun-2018
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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Exploration:
ITSM + PPM Evolution in
IT Management
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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Goals
» Understanding of related trends in higher education
» Group identification of key benefits
» Group identification of common roadblocks
» Explore solutions to common roadblocks via shared
experiences
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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Agenda
» Exploration of ITSM + PPM Trends and
Change Drivers
» Facilitated Conversation
» Summarization and Follow Up
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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Higher Education Industry Trends
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Project, Portfolio and Service Management
Software Built for Higher Education
Shifting Paradigms
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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Move Big Rocks
=
Projects
Keep the trains
running
=
Ops/Change
Fix Stuff that’s
Broken
=
Service Desk
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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Move Big Rocks
=
Projects
Keep the trains
running
=
Ops/Change
Fix Stuff that’s
Broken
=
Service Desk
PPMITSM
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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Move Big Rocks
=
Projects
Keep the trains
running
=
Ops/Change
Fix Stuff that’s
Broken
=
Service Desk
PPMITSM
Resources
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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Tickets
Governance, Projects, Portfolios
Service Desk & Assets
Operations & Change Management
Traditional Work/Fulfillment Silos
(PPM Discipline)
(Support Discipline)
(Chang/Ops Discipline)
Customers
Customers
Customers
Requests
Requests
Requests
ProjectsCompleted
Incidents
Closed
Work
Orders
Completed
Focus
Focus
Focus
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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Moving Towards a “Service to Customer” Focus
Service to Customers
ITSMPPM
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Project, Portfolio and Service Management
Software Built for Higher Education
Change Driver:
Adjusting to Evolving Expectations
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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Expectations of the CIO
Increase theorganization’s velocity
towards meetingstrategic objectives
Continuallyincrease efficiency
and drive downcosts
Minimizeservice outages CIO
President
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Reality
CIO
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Key Purpose:
» “Canaries in the Mine”
» Enable confident decision making
Communication: Internal Leadership Team
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Leadership Insights
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Leadership Insights
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Leadership Insights
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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Leadership Insights
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Change Driver:
Addressing Perceived Value Challenges(Lack of Visibility)
Project, Portfolio and Service Management
Software Built for Higher Education
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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“I just don’t know whatthey do with $10M per
year”
ApplicationManagement
LearningManagement
System(LMS)
StudentInformationSystem(SIS)
ContentManagement
System(CMS)
FacilitiesManagement
System
CustomDevelopment
InfrastructureManagement
Servers
Networks
Security
Telephony
ApplicationHosting
A/VEquipment
SupportServices
StudentHelpdesk
FacultyHelpDesk
PC/PhoneMgmt.
AdminServices
Compliance
ProjectServices(PMO)
Security
Stakeholders often have a limitedframe of reference and don’t
understand the full scope of IT work
Limited Understanding
Limited Understanding
Stakeholders Have Limited Visibility
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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Key Purpose:
» Build understanding of:
» Value provided
» Constraints (capacity/budget)
» Workload profile
» Backlog of work
» Foundation for fact based conversations
around scheduling, hiring, risk, priorities,
budgets
Communication: Stakeholders
President
Deans
Researchers
Faculty
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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Stakeholder Education
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Stakeholder Education
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Stakeholder Education
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Stakeholder Education
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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IT
#EDU12 Too many tracking tools and request channels necessitates massive amounts of manual reporting, making decision-making difficult
“Complicating” Factors
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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TDAnalysis Reporting
Web Services: Service-Oriented Architecture
Tickets
Work Request Fulfillment Streams
MyWork®Governance & Projects
Service Desk & Assets
Operations, Request, Config. &
Change Management
Productivity
TDMobile
TDCommunity
Work Requests
Service Catalog
Web Forms
Web Services
Routing
Logic
Holistic View of IT/Service Organization
Resource Management
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Change Driver:
Customers Feel that IT is Difficult to Work With
Project, Portfolio and Service Management
Software Built for Higher Education
Improve Customer Satisfaction and Engagement
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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“I don’t know how torequest a new report.”
“I need a new laptop”
“What happens to all of myrequests?”
Service Desk
Web forms
Docs
President
Students
Faculty
Improve Customer Satisfaction and Engagement
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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Convergence of Request Management
Service Desk
Change/Ops
PPM
Request
Fulfillment (ITSM
+ PPM)
Simple and Branded Service Catalog
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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Simple and Branded Service Catalog
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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More colleges and universities depend on TeamDynamixHE PPSM than any other solution
Staff is Overburdened with Work and
Administrative Activities
Project, Portfolio and Service Management
Software Built for Higher Education
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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Different Resources = Different Work Streams
Incidents
Projects
Operations
Incidents
Projects
Operations
=
Projects
Operations
Incidents
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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Individual Administrative Burden
TicketingSoftware
Word Excel Assets/CIs PPT MS ProjectPersonal To-Do Lists
O P Vi
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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One Page View
O P Vi
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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One Page View
O P Vi
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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One Page View
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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Facilitated Dialog
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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1. Identify 2 key benefits of integrating ITSM & PPMprocesses
Table Discussion: 3 min
Presentation: 5 min
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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2. Identify the 2 main roadblocks to integrating ITSM & PPMprocesses
Table Discussion: 3 min
Presentation: 5 min
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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3. Identify 2 shared experiences in overcoming identifiedroadblocks
Table Discussion: 3 min
Presentation: 5 min
8/11/2019 ITSM + PPM: Evolution in Higher Education IT Management (236671435)
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Q&A + Open Discussion Andrew Graf
agraf@teamdynamix.com
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